System Engineer and IT Operations Supervisor
Lincoln College International
Total des années d'expérience :17 years, 1 Mois
Managing the day-to-day IT operations flow & the IT support services provided to 150+ staff members, 1500+ students, 90+ classes &
labs, 800+ Computers, 90+ Projectors, 45+ Printers & Copy machines, all distributed over 7 buildings.
Building the service desk team by recruiting & interviewing of new members.
Providing training, guidance, instructions & motivation to the service desk team members.
Managing the IT ticketing system and assigning tickets to the appropriate team member, distributing & balancing other IT tasks &
workload among team members.
Enhancing the IT services provided to end-users, ensuring a high service quality and customer satisfaction.
Coordinating work with other IT units and throughout the college.
Reporting regularly to IT manager & to other parties upon request.
Acting as a team supervisor & a team member by carrying out IT management duties plus technical duties as well.
Managing of college LAN including AD, GPOs, DNS, DHCP, Print server, File server, ...etc.
Managing Cisco Call manager (CUCM ver. 10), configuring & troubleshooting Cisco IP Phones.
Configuring of network devices such as Cisco switches & wireless access points & troubleshooting network problems.
Administrating college’s GSuite account including Email accounts & other services.
Managing the Diskless Boot System for classes which manages system images on around 400 students’ PCs.
Providing 2nd & 3rd level IT support.
Assisting service desk team in the installation of new hardware & software including desktops, printers, peripheral equipment, network devices, OSs, applications, drivers, patches & updates if required.
Specifying the technical requirements and specifications for the needed IT equipment & supplies.
Searching, analyzing, testing & recommending of new technologies to enhance the existing IT infrastructure & running systems & in order to increase its efficiency.
Providing technical training & guides to end-users.
Writing IT documentations and technical user guides/manuals.
Managing & administrating of systems.
Providing technical support services to end users.
Solving & fixing technical problems of running systems.
Providing technical training & instructions to staff on using systems.
Analyzing, testing & evaluating of developed solutions & systems.
Assisting the development team on developing & modifying of solutions & systems.
Escalating complicated technical issues to development team.
Coordinating technical support services & communications between the client & the company.
Writing of users’ manuals & IT documentations.
Submitting of reports to the upper management regularly & upon request.
Technical duties:
Installs, Configures, Manages, Administrates and Maintains the TTC IT Networks and Servers including:
o The operations of servers.
o The operation of the Active Directory and other domain related servers/services such as: (DHCP server, DNS server, Print Server & File Server)
o The operation of the network infrastructure including (cabling, switches, routers, bridges, WLAN access points)
Installs and configures network and desktop hardware/software for offices, workshops, classrooms and IT related areas by:
o Configuring system and communication devices and peripheral equipment.
o Installing of applications and loading new software releases.
o Maintaining updates and ensuring that all operating systems are upgraded and updated with the latest patches and fully licensed.
o Preparing and installing images on office and class workstations with the relevant licenses.
Manages the Class Computers Image System - CCBoot v3.0 (Diskless boot system) which manages around 400 students’ computers in the TTC campus.
Manages the IP Telephony system (Cisco Call Manager), Installs & configures new IP Phone devices.
Provides IT technical support on computers’ hardware/software and related devices (e.g. printers, scanners, etc.) including the installation, configuration, troubleshooting & fixing of those devices and applications.
Insures the availability of all software products and services in use at TTC and their updates.
Keeps users informed of functions, software and services and offers them training and technical advices.
Manages TTC email accounts (employee@ttcollege.edu.sa) for all staff.
Searching, Recommending & Procuring IT equipment according to TTC rules and making sure that new procured items are updated in the in the IT inventory system.
Writes technical guides, IT manuals, system documentations and presentations. Defines & sets functional requirements and specifications for needed hardware and software.
Researches and presents new and emerging technologies that enhance business objectives.
Performs system analysis, integration and support of new interfaces and products. Administrative duties:
Manages the flow of day-to-day operations.
Provides directions, instructions, guidance and motivation to the operations unit team.
Distributes and balances the tasks & workload among team members.
Manages the IT ticketing system and assign tickets to the appropriate team member.
Enhances the IT services provided to end users and insures high service quality and customer satisfaction.
Coordinates work with other units within the IT Services department and throughout the college.
C V | Nagash N. Adam P a g e 3|6
Acts as a team supervisor and a team member.
Reports regularly and on special occasions to the Head of Department IT-Services, to other parties and other departments upon request.
Attends regular meetings with department management.
Main duties:
Managing of Active Directory including OUs, Groups, Users, Computers and Group Policies.
Managing the print server, Installing, configuring and troubleshooting network/local printers.
Managing Cisco Call manager CUCM, configuring & troubleshooting Cisco IP Phones.
Managing Email system (Google Apps), creating & modifying email accounts for users.
Managing the security camera system.
Installing new desktops, peripheral equipment & network devices.
Troubleshooting, installing and replacing desktops’ defective parts.
Installing OSs, applications, drivers & updates on PCs/Laptops.
Providing technical guides, advices & training to users.
Writing IT documentations and technical user guides.
Responsible for providing level 2 onsite IT support for 25 Mobily branches in 12 cities in Al Qaseem region with 100+ users, 120+ PCs/Laptops, 110+ printers & more. This includes:
Installations and relocation of PCs, Laptops, Monitors, Printers & Scanners.
Installing & deploying Operating Systems, Applications, Drivers & Security patches on PCs/Laptops.
Configuring, Troubleshooting & fixing network printers (HP LaserJet 1312, 2015, 2050 series, HP MFP M3035/M4345).
Troubleshooting and fixing network connectivity problems on PCs/Laptops.
Perfuming preventive maintenance, diagnosing performance issues, troubleshooting & fixing software/hardware problems on desktop systems.
Creating and deploying of systems images.
Recording, updating of incidents details & resolutions using BMC Remedy system.
Providing technical training & guides for users.
Submitting of weekly & monthly reports to the upper management.
Maintenance of Desktops, Laptops, Printers, Scanners, etc.
Administration of company LAN/WLAN including Servers, Clients, Domain Users and Shared resources.
Implementation of LANs & WLANs projects for company clients.
Installing, configuring & running the Local IP-PBX & IVR system.
Implementing VoIP projects for clients & providing support for those projects.
Searching & testing new VoIP & Voice technologies (IVR systems, IP phones, Soft Phones, IP PBX, FXO, FXS, and SIP Gateways).
Administration of company Email, performing backups & imaging systems, fixing DSL problems, documentation of IT equipment.
Searching, recommending & buying IT supplies.
Providing computer helpdesk support and technical training on hardware/software to end users.
Assisting in LAN/WLAN implementation projects.
Performing other supporting tasks (such as writing technical guides & bids, designing brochures, translating documents, etc.).